Go back and forth Troubleshooter: Eek! There’s a mouse in my Airbnb. Can I am getting money back?

DEAR TRAVEL TROUBLESHOOTER: I rented an Airbnb in Houston for a summer season internship. About midway via our 10-week keep, my husband and I noticed a mouse. Then, we found out mouse holes in sealed meals luggage within the pantry.

Christopher Elliott, the Go back and forth Troubleshooter 

We left the condo and contacted the host. We asked that he lay some mouse traps and disinfect the unit. We instructed him we’d keep out of the unit for 4 days to supply him time to try this.He answered that no person else had reported any problems. I once more asked him to put mouse traps, and he stated where used to be below a Terminix contract and that they might spray.

I escalated the problem to Airbnb. A consultant stated the host knowledgeable them he took care of the problem. He instructed me he did a walkthrough and the whole thing used to be because it used to be earlier than.Airbnb instructed me that in accordance with my proof — I didn’t have any photos of the mouse — they couldn’t refund me any quantity. If I canceled, I’d obtain no refund.

I requested in the event that they sought after me to go back to the Airbnb to take higher photos and lay mouse traps. They stated if I sought after fortify, that’s what I’d want to do.

So I did. I stuck two mice at the first night time of laying the glue traps. We additionally had bait containers, so I believe extra mice ate that bait and can die within the vents.

I despatched footage to Airbnb. It didn’t reply. I referred to as Airbnb. A consultant promised a go back name, however no person referred to as again. I be expecting a lot more from Airbnb. Are you able to assist me get money back?

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— Kristal Hen, Austin, Texas

ANSWER: Airbnb leases must be freed from mice and different pests. And each your host and Airbnb must have taken your criticism critically. Telling you where used to be below contract through a pest keep an eye on corporation isn’t the similar factor as in fact doing one thing about it.

In line with Airbnb’s phrases (discovered right here at www.airbnb.com/assist/article/2868/rebooking-and-refund-policy), a condo is “now not liveable” if it accommodates pests. Airbnb’s coverage is to delist the house till the host can turn out it’s been handled through a qualified pest keep an eye on corporation.

On the similar time, Airbnb used to be right kind to require evidence of the rodent infestation. You had offered it with footage of mouse droppings and luggage that the mice had chewed via, however that wasn’t sufficient. You wanted mice — and for your credit score, you furnished Airbnb with two of them.

Airbnb must have discovered you trade lodging and paid for them whilst the house used to be being handled. I believe you’ll have additionally made a powerful argument for transferring to another condo all through your keep.I’d have urged escalating this example to an Airbnb government. I record the names, numbers and electronic mail addresses of Airbnb’s managers on my client advocacy web site at www.elliott.org/company-contacts/airbnb-customer-service-contacts/.

I contacted Airbnb to your behalf. It apologized and refunded your last nights.


Christopher Elliott is the executive advocacy officer of Elliott Advocacy, a nonprofit group that is helping customers get to the bottom of their issues. Elliott’s newest ebook is “Easy methods to Be the International’s Smartest Traveler” (Nationwide Geographic). Touch him at elliott.org/assist or [email protected]

(c) 2022 Christopher ElliottDisbursed through King Options Syndicate, Inc.